Complaints handling policy

What to do if you are unhappy about our service

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at that stage.  If, however, you would like to make a formal complaint, then you can read our Complaints Handling Policy here:

Complaints Handling Policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint about the service provided to you or a bill you have received, please contact us with the details. Should your query relate to a bill, you must inform us within a month of receipt.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within five working days (i.e. excluding weekends and Bank Holidays) of receiving it.

2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Richard McDowell, who will review your matter file and speak to the member of staff who acted for you, and/or the relevant head of department.

3. We will then either:-
a. Invite you to a meeting to discuss, and hopefully resolve, your complaint. We will do this within 14 days of sending you the acknowledgement letter. Within 3 working days of the meeting we will then write to you to confirm what took place, along with any solutions agreed or:
b. Send you a detailed written response to your complaint to include suggestions for resolving the matter. We will do this within 21 days of sending you the acknowledgement letter.

4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner within the firm, who is unconnected with your matter, to review the decision.

5. We will contact you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

6. If we have to change any of the timescales above, we will let you know and explain why.

7. If you are still not satisfied you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint.

Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on your complaint, but for further information you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk

Making a complaint will not affect how we handle any ongoing matter for you, as long as we have your instructions and are still able to proceed.

Before accepting a complaint for investigation, the Legal Ombudsman will check that your case is one which they can consider and also that you have tried to resolve your complaint with us first. If you do wish to take your complaint to the Legal Ombudsman then, as mentioned above, you must do so:
a. Within six months of receiving a final response to your complaint from us; and

b. No more than 6 years from the date of the act/omission complained about, or not more than 3 years from when you should reasonably have known that there was cause for a complaint.

The Solicitors Regulation Authority can help you if you are concerned about certain issues such as any suggestion of dishonesty on our part, or that we have taken or lost your money, or have treated unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority:
Contact details:

Visit: www.sra.org.uk

Call: 0370 606 2555
8.00 to 18.00 Monday, Wednesday, Thursday and Friday
9.30 to 18.00 Tuesday

Email: contactcentre@sra.org.uk

Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN